Working hard to make sure your home is always in good repair
One of our key services for tenants is our effective, efficient and reliable repairs service.
You can report a routine or urgent repair by:
- Calling us on 0800 990 3405
- Logging in to your My Cairn portal
All emergency repairs should be reported to us by phone and can be reported 24 hours a day. These include suddenly having no water, a total power failure, burst internal pipes or if the lock on your main door is not secure.
For a full list of all emergency repairs, please take a look at your tenant’s handbook.
Getting the job done
To help us identify the fault and to make sure we send the right people to your home to carry out the repair, please provide a full description of the repair you need when you get in touch.
We then categorise each repair by how urgently the repair needs to be carried out.
Our targets for each category are:
- emergency repairs responded to within 3 hours
- non-emergency repairs responded to within 20 days
When you report the repair we will tell you which category your repair falls in, how long it should take and if it is covered by the ‘Right to Repair’ legislation. This means if a qualifying repair is not attended to within the agreed timescale, you have the right to appoint another contractor. You are also eligible for compensation for the inconvenience if the repair is not carried out.
We have an appointment system which means you may be offered a morning appointment (between 8am and 12noon), an afternoon appointment (between 12noon and 5pm) or an all-day appointment (between 8am and 5pm).
Repairs in the north are carried out by our in-house repairs team, HomeWorks. Repairs in the south and central Scotland are carried out by our contractor, Rodgers & Johnston.
Constantly improving, continually investing
We are always investing in our homes. Our improvements bring homes up to the most modern high quality standards, improve energy efficiency and increase the safety and security of you and your family.
Some of the improvements we may make to your home include new kitchens, bathrooms, windows, insulation and external decoration.
We aim to always keep you up to date about our investment plans and the improvements that you can expect to see across all our communities.
